At a Glance
- Tasks: Lead service delivery projects to enhance customer experience and operational efficiency.
- Company: Join the UK's largest water and wastewater company, making a real difference.
- Benefits: Competitive salary, generous holiday, pension scheme, and health perks.
- Other info: Flexible working arrangements and excellent career growth opportunities await you.
- Why this job: Be part of a team that impacts millions while building a sustainable future.
- Qualifications: Strong leadership, problem-solving skills, and customer service experience required.
The predicted salary is between 35000 - 35000 £ per year.
Were seeking a Service Delivery Project Lead to drive key service and process improvement projects that turn strategy into practical results, enhancing performance, customer experience, and operational resilience. Working across teams and with external partners, youll coordinate and deliver projects that create real, measurable impact. This role suits a proactive, delivery-focused professional who thrives in a fast-paced environment, enjoys solving complex challenges, and wants to make a meaningful difference in a vital UK organisation.
What youll be doing as a Service Delivery Project Lead:
- Youll lead teams across day-to-day work activity and proactive projects, ensuring outputs are delivered to the right volume, quality and timescales.
- Using your strong service delivery expertise and broad cross-functional understanding, youll apply sound analytical judgement and confidently communicate complex information to a wide range of stakeholders.
- This role plays a critical part in delivering high-quality customer service by ensuring efficient enquiry management and building strong internal and external relationships that support overall operational success.
- Youll oversee enquiry performance across onshore and offshore customer service teams, supporting complex cases and escalations, while driving continuous improvement in agent capability, customer satisfaction and operational efficiency.
- Working closely with the Customer Service Manager, youll also collaborate with fellow leads within Wholesale Market Services to ensure a joined-up, consistent and high-performing service.
The key responsibilities are:
- Manage the end-to-end enquiry process, ensuring cases are resolved within agreed SLAs.
- Monitor enquiry volumes, response times and quality, identifying trends and driving improvements.
- Act as an escalation point for complex, high-risk or high-profile cases, ensuring timely and effective resolution.
- Work closely with onshore and offshore teams and liaise with cross-functional stakeholders to resolve service dependencies.
- Lead internal and external Teams meetings to support complex case management.
- Monitor agent performance, focusing on quality, efficiency and service standards.
- Deliver coaching, performance reviews and quality audits to drive continuous improvement.
- Foster a culture of accountability, development and customer-focused service.
- Produce performance reports and presentations for internal and external stakeholders.
- Build and maintain strong relationships with retailers to ensure clear communication and effective enquiry resolution.
- Act as a point of contact for retailer escalations and feedback, working with Account Management to improve service outcomes.
- Forecast enquiry volumes using data and trends to support resource planning and operational readiness.
- Support process leads to improve complaint handling, streamline workflows and enhance customer experience.
To thrive in this role, the essential criteria youll need are:
- A positive, approachable leader with the resilience and professionalism to build a supportive, high-performing team culture.
- Strong problem-solving and decision-making capabilities, with confidence to manage escalations, resolve complex issues and act in the managers absence.
- Experience using management information and reporting tools to produce, maintain and analyse day-to-day operational performance.
- A strong performance and quality mindset, with proven experience working to targets, monitoring KPIs and taking corrective action when required.
- Highly organised with excellent time-management skills, able to balance competing priorities while supporting multiple agents and maintaining smooth operations.
- Leads by example, demonstrating professionalism, accountability and a strong work ethic that positively influences team performance.
- Proven customer service experience in a customer-facing environment, with a solid understanding of service standards, customer expectations and escalation management.
Whats in it for you?
- Competitive salary starting from 35,000 per annum, dependent on skills and experience.
- 26 days holiday per year increasing to 30 with the length of service (plus bank holidays).
- Performance-related pay plan directly linked to company performance measures and targets.
- Generous Pension Scheme through AON.
- Access to lots of benefits to help you take care of you and your familys health and wellbeing, and your finances.
Who are we?
Were the UKs largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive.
Learn more about our purpose and values. Working at Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, youll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.
If youre looking for a sustainable and successful career where you can make a daily difference to millions of peoples lives while helping to protect the world of water for future generations, well be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.
Real purpose, real support, real opportunities. Come and join the Thames Water family.
Why choose us? Were committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process.
When a crisis happens, we all rally around to support our customers. As part of Team Thames, youll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience.
Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.
Service Delivery Project Lead - Reading, Berkshire in Charvil employer: Thames Water
Thames Water is an exceptional employer, offering a unique and rewarding work environment where you can make a tangible difference in the lives of over 16 million customers. With competitive salaries, generous benefits, and a strong commitment to employee growth and well-being, you'll thrive in a supportive culture that values diversity and inclusivity. Join us in Reading, where your contributions will help shape a sustainable future for our communities and the planet.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Project Lead - Reading, Berkshire in Charvil
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Service Delivery Project Lead role.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to service delivery. We suggest using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your problem-solving skills.
✨Tip Number 3
Don’t forget to research the company culture and values! Understanding Thames Water’s mission will help you align your answers during interviews and show that you’re genuinely interested in making a difference.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive and take the initiative to connect directly with us.
We think you need these skills to ace Service Delivery Project Lead - Reading, Berkshire in Charvil
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Service Delivery Project Lead role. Highlight your experience in service delivery and project management, and show us how your skills align with our needs.
Showcase Your Problem-Solving Skills:We love a proactive approach! In your application, share examples of how you've tackled complex challenges in the past. This will help us see your analytical judgement in action.
Communicate Clearly:Since this role involves liaising with various stakeholders, it's crucial to demonstrate your communication skills. Use clear and concise language in your application to reflect your ability to convey complex information effectively.
Apply Through Our Website:To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to keep track of your application and ensure you’re considered for the role!
How to prepare for a job interview at Thames Water
✨Know Your Stuff
Before the interview, make sure you thoroughly understand the role of a Service Delivery Project Lead. Familiarise yourself with key responsibilities like managing enquiry performance and leading teams. This will help you answer questions confidently and demonstrate your expertise.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved complex issues or managed escalations. Highlight your analytical judgement and how it led to improved customer satisfaction or operational efficiency. This is crucial for a role that thrives on solving challenges.
✨Build Rapport with Interviewers
During the interview, focus on building a connection with your interviewers. Be approachable and professional, as this reflects the team culture they’re looking for. Ask insightful questions about their current projects or challenges to show your genuine interest in the role and the company.
✨Demonstrate Your Leadership Style
Be ready to discuss your leadership approach and how you foster a high-performing team culture. Share specific instances where you’ve coached team members or driven continuous improvement. This will illustrate your capability to lead effectively in a fast-paced environment.
